Charge 3 stopped syncing on iPad and iPhone

[NYTravelGal]

My Charge 3 stopped syncing on September 10, 2020 for no apparent reason. Fitbit and iOS are and have been up to date for some time. All recommended steps followed with no progress. What needs to be done to resolve this issue?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @NYTravelGal.

I am sorry to hear your Charge 3 stopped syncing. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Since you're using iPad and iPhone for syncing, make sure the other device isn't nearby. If the device is nearby, turn off Bluetooth on it. I would like to confirm if you've tried the following:

1. Remove the tracker from the Bluetooth settings on the phone (tap Settings > Bluetooth > the information icon next to the name of your Fitbit device > Forget This Device).
2. Turn off other Bluetooth connections that are nearby.
3. Force quit the Fitbit app.
4. Reboot your phone and restart the tracker by following the steps from this help article.
5. Open the Fitbit app and try to sync the tracker.

You can confirm the complete troubleshooting steps in this help article: Why won't my Fitbit device sync?

Looking forward to hearing back from you.

[NYTravelGal]

I have tried all of these steps every day with no success. I also have turned WiFi on and off again, signing out of app, etc. Today, I did it again and now my Charge 3 shows yesterday’s date of September 13th. This is new. What needs to happen to resolve this?

[MaryVE]

This is not the only complaint about this.  And it actually started earlier with your last faulty update, version 3.29, several weeks ago.
It takes at least 5 - 6 attempts to get the Charge 3 to sync on up-to-date iPhone.  It was fine before the the update.

[LiliyaFitbit]

Hi @MaryVE, it's nice to see you again in our Community Forums. Thank you for your reply, @NYTravelGal.  

@MaryVE Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts and the additional details. 

@NYTravelGal I am sorry to hear the issue persists. Thank you for your troubleshooting efforts. 

If you continue experiencing difficulty with syncing, you can try erasing the data from the device: How do I erase my Fitbit device? Please note that you'll need to reinstall any apps on your device after, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. 

Let me know how it goes, I'll be around. 

[paularaneda]

I am also having trouble with my device randomly not syncing properly. It's even worse when you read it happening to more people too.

When are you going to finally fix this? Without having to reboot the device every 2 days or something.

Now i'm trying to reconnect, but it takes forever. And in the meantime, I'm losing sleep and workout data.

Not everything can, and not everything should be fixed by rebooting over and over. Make a better product.

And yes, everything is on it's final update (phone software and fitbit app), fully charged and both phone and app were restarted more than once.

[NYTravelGal]

Please provide instructions on how to factory reset Charge 3. They are not clear from what I could find. Also note that there is now a battery symbol with an exclamation point on the charge 3 face and it is vibrating?

[LiliyaFitbit]

Welcome to the Fitbit Community, @paularaneda. Thank you for your reply, @NYTravelGal. 

@NYTravelGal I appreciate your efforts and the additional details. In order to factory reset your device please do the following: On your Charge 3, open the Settings app > About > Factory Reset or Clear User Data. After that open the Bluetooth settings on your phone and unpair the device from the list. Then, please set up the tracker back to your account with the instructions on this link: How do I set up my Fitbit device?

@paularaneda Thank you for joining the thread and sharing that you're experiencing the same issue with your device. Thank you for trying to resolve this and providing the additional details. I totally understand how you are feeling and I am glad to assist you. If you've followed already the troubleshooting instructions from this help article, please try the steps provided above to erase the data from the device: How do I erase my Fitbit device? Please note that you'll need to reinstall any apps on your device after, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. 

Keep me posted on the outcome. 

[NYTravelGal]

My charge 3 is dead and now won’t even charge. Perhaps due the error I reported on Tuesday with the battery symbol and exclamation point in the middle. What does this error mean?

[Lorried]

Me too..... this is so frustrating!!! They do app updates to fix the bugs 🐜 and creates other issues and it doesn’t fix anything.  

[LiliyaFitbit]

Thank you for your replies, @NYTravelGal @Lorried. 

@NYTravelGal I am sorry to hear your Charge 3 stopped working and won't charge. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@Lorried I understand that this can be very frustrating and appreciate your feedback. If your device is not syncing, please follow our troubleshooting steps in this help article: Why won't my Fitbit device sync?

Let me know how it goes. I'll be around if you have any additional questions.

[Lorried]

Sent from my iPhone

[NYTravelGal]

New info. I left the Charge 3 in the charger and it now has a Fitbit symbol with 001 under it. It does not change with pressing the side button or tapping the screen. I don’t think this issue can be fixed. I purchased the Charge 3 in Feb. 2019 and already had to use the warranty once in April 2019. It’s only 19 months old or less depending on what date you choose. Will Fitbit provide a replacement for this new issue?

[LiliyaFitbit]

Thank you for your replies, @NYTravelGal @Lorried.

@NYTravelGal Thank you for providing the additional details. I understand your concern and recommend to continue working with our Support team. They will be glad to review your warranty options and provide a solution. You can take a look at this page for more information about the warranty policy.

@Lorried Please reply with more details, I will be glad to assist you further.

Looking forward to hearing back from you.

[MaryVE]

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@MaryVE wrote:

This is not the only complaint about this.  And it actually started earlier with your last faulty update, version 3.29, several weeks ago.
It takes at least 5 - 6 attempts to get the Charge 3 to sync on up-to-date iPhone.  It was fine before the the update."

Another FitBit update to version 3.30 now for "bug fixes and performance improvements" has NOT corrected this issue.

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